ServiceNow ITOM Manager

About the Team

The IT Operations Management (ITOM) team is responsible for providing accurate, trusted infrastructure and service data that underpins ITSM, ITAM, and broader operational processes. The team partners closely with infrastructure, cloud, security, and application teams to ensure reliable discovery, strong CMDB governance, and actionable service visibility. As the platform matures, the team is evolving from implementation-focused delivery to a highly operationalized, metrics-driven model with strong engineering discipline and cross-functional collaboration.

About the Role

We are seeking a hands-on ServiceNow ITOM Manager to lead and mature our ITOM capabilities across Discovery, CMDB, Service Mapping, and the Common Service Data Model (CSDM). This role is critical to maximizing the value of our ServiceNow investment and ensuring operational excellence across our infrastructure and services.

The ITOM Manager will guide a team of ITOM engineers beyond initial implementation and into sustained operational maturity—expanding discovery coverage, improving CMDB data quality and governance, enabling automation, and reducing operational toil. This role requires a strong infrastructure background, deep ServiceNow ITOM expertise, and the ability to align ITOM practices with security, risk, and enterprise standards. The position will also own the roadmap, delivery cadence, and metrics, including the decommissioning of a legacy configuration database (CDB).

Responsibilities

• Lead, mentor, and develop a team of ITOM engineers, providing technical direction and delivery oversight
• Own the ITOM roadmap, sprint planning, and milestone delivery with predictable, measurable outcomes
• Expand ServiceNow Discovery coverage across on‑prem, cloud, Kubernetes, SaaS, and network environments; optimize patterns and MID Server health
• Improve CMDB health through strong CI class modeling, governance policies, data quality controls, and alignment with CSDM
• Build and maintain Service Mapping for critical business services to enable impact analysis and operational visibility
• Implement orchestration and automation using Flow Designer, IntegrationHub, APIs, and scripting to reduce manual effort and increase reliability
• Provide architectural guidance for Discovery and CMDB infrastructure as the operating model evolves
• Drive cloud management capabilities, including inventory visibility, tagging standards, governance, and cost optimization
• Support ITSM and ITAM processes by ensuring CMDB data accuracy and fitness for use
• Align ITOM processes with Information Security policies, including encryption, access controls, and audit logging
• Define and report on operational metrics to demonstrate CMDB health, platform maturity, and team efficiency
• Lead the replacement and decommissioning of the legacy CDB used for asset inventory
• Actively manage ITOM license usage to optimize costs
• Chair and manage an internal Configuration Management Committee to guide ITOM strategy and roadmap planning
• Collaborate with cross-functional technology and security teams to resolve issues and deliver outcomes
• Stay aligned with ServiceNow’s ITOM strategy and roadmap, working closely with ServiceNow to adopt and refine new capabilities

Requirements

Required Qualifications

• 7–10+ years of experience in enterprise infrastructure and cloud environments (AWS, Azure, and/or GCP)
• Proven expertise in ServiceNow CMDB and CSDM, including CI class modeling and data governance
• Hands-on scripting and integration experience (PowerShell, Python, REST/SOAP, web services)
• Excellent understanding of networking, operating systems, and modern infrastructure concepts
• Working knowledge of Kubernetes and containerized environments
• Proven experience leading technical teams, managing delivery, and engaging stakeholders

Preferred Qualifications

• 5+ years of hands-on experience with ServiceNow ITOM, including Discovery, Service Mapping, Event Management, and Orchestration/Flow Designer
• ServiceNow CIS–ITOM certification
• ITIL Foundation or higher
• Cloud certifications (AWS, Azure, and/or GCP)